Service Desk Analyst

**Req number:** R7379 **Employment type:** Full time **Worksite flexibility:** Remote Who we are CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1\.3 billion\+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor\-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Job Summary Responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests Job Description We are looking for a customer service\-oriented Service Desk Analyst to provide Level 1 technical support to users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full\-time and remote and includes weekends. What You’ll Do Provide General IT end\-user support Utilize excellent customer service skills and exceed customers’ expectations Interact via telephone, e\-mail, chat one on one with customers to identify and diagnose technical issues and problems **Provide first level support including but not limited to:** resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how\-to” questions Properly escalate unresolved issues to the next level of support with strong supporting documentation Following documented processes to resolve customer issues Ensure proper recording, categorization, documentation, and closure of all tickets Analyze the impact and urgency of customer’s issues and prioritize appropriately Recommend procedure modifications or improvements Drive positive results in Customer Experience through timely responses and professional interaction Demonstrate self\-direction in meeting targets for performance metrics to achieve daily individual work goals and monthly team metrics Preserve and grow your knowledge of Service Desk procedures, products, and services May perform other job duties as directed by Team Lead or Service Delivery Leader What You’ll Need **Required:** Minimum 6\-12 months’ experience in a Service Desk role and/or technical support role Minimum 6\-12 months of customer service experience in a professional industry High School Diploma or GED Strong troubleshooting and documentation skills Excellent customer service skills Strong attention to detail and strong communication ski